AccountId: 011433970860
ContactId: fffb37b1-73ae-481a-bc9b-05e67c7a3629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143350 ms
Total Talk Time (AGENT): 53668 ms
Total Talk Time (CUSTOMER): 65339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/fffb37b1-73ae-481a-bc9b-05e67c7a3629_20250109T17:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling from a provider's office. I was just trying to verify eligibility for a patient. Are you able to assist with that?
[AGENT][NEUTRAL] Uh yes ma'am, I can. Can I get your name please?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you [PII]. Can I get the policy number please?
[CUSTOMER][NEUTRAL] It is D as in dog, 43722461.
[AGENT][NEUTRAL] OK, [PII], that's not gonna be our policy number. If you look on the front of the insurance card, it's gonna state policy certificate number.
[CUSTOMER][NEUTRAL] Mm, that might be a problem. He did not present a card.
[CUSTOMER][NEUTRAL] That was just what was entered into the system.
[AGENT][NEUTRAL] OK, um, do you have the social?
[CUSTOMER][NEUTRAL] That I can get hold on one moment for me.
[CUSTOMER][NEUTRAL] Let's see 1.
[CUSTOMER][NEUTRAL] Alright, that is [PII].
[AGENT][NEUTRAL] OK, the first and last name please?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Uh, let's see here, and [PII]'s date of birth for me, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, is this for a medical claim? You're looking for eligibility?
[CUSTOMER][NEUTRAL] It's for he yeah he actually came through the emergency room.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'm just seeing if this covers ER visits.
[AGENT][NEUTRAL] OK, so unfortunately, um, it looks like [PII] only has, he only had short term disability and a dental policy with us, but it looks like they both, both turned on [PII].
[CUSTOMER][POSITIVE] Got you, so he is uninsured. Alright, thank you so much for checking for me.
[AGENT][POSITIVE] You're welcome. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] That's it. Have a wonderful day.
[AGENT][POSITIVE] OK, well thanks for calling ATL. You have a great day as well bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.